Customer Service Analyst/Associate

About Us
Endowus is an award-winning independent fee-only wealth & fund platform. Licensed in Singapore (MAS and Hong Kong (SFC BQR225), Endowus is the first digital advisor in the region to span private wealth and public pension (CPF & SRS in Singapore). We proudly serve as a fund investment platform and fiduciary advisor to over 250,000 individuals, family offices, charities, endowments, and institutions with over US$10billion assets under advice.

Today, we work with 100+ global leading asset managers across major asset classes – public markets, private markets, hedge funds and alternatives – and make it our job to assess and access their Best-in-Class funds, and advise clients on how to invest in these funds to reach their goals.

Our mission is clear: help people invest better so they can live easier today, and better tomorrow.

Role & Responsibilities

• Client-centric: You will be supporting the front lines, enabling our client operations team communicate better with prospective and current clients, and delivering the highest level of client experience via multiple channels including phone, email, Zoom
• Play a key role in answering administrative client servicing queries, and helping clients with basic questions on our tools and on platform issues that may arise
• Create automations for customer services and communication processes
• Share the voice of the client to the broader company; collaborate with internal teams including Product Operations and Investment Office to improve client experience, operational processes, and work on new product/investment initiatives
• Identify customer behaviour and map recurring issues along the customer journey to improve customer engagement and retention
• Roles and responsibilities may change from time to time along with the company's operational processes and strategic direction

Skills Required

• Bachelor degree with 4-5 years working experience within the financial services industry
• Candidates must be able to legally work in Malaysia. No work visa sponsorship will be provided.
• Professional working proficiency in Mandarin and/or Cantonese a plus.
• Demonstrated interest in and knowledge of fintech or financial service spaces.
• Great communication skills and attitude. You will interact with both internal and external stakeholders each day via different channels (phone, email, chat).
• Strong emphasis on being organized, adaptable and having great attention to detail. You will face new challenges on a daily basis, and we want to hire someone who has the intellect and drive to work through and adapt to changes.
• Being a team player is key. We are a small but growing team, and we believe in building an environment that fosters a sense of belonging for all of our employees
• Creative and customer focused. We are looking for someone that considers problems from a customer's perspective while being pragmatic and solution oriented.
• Passionate and excited about wanting to build an innovative financial services company

Our Investors, recognition, licensing
Founded in 2017, Endowus has raised a total of over U$130 million in funding from investors including UBS, EDBI, Prosus Ventures, Lightspeed Venture Partners, Citi Ventures, MUFG Innovation Partners, Singtel Innov8, Samsung Ventures, SBVA, OSK Ventures, Z Venture Capital, and ACF - a joint venture between JLIN LLC and The Wells Investments. Endowus also has some of the largest billionaire family offices in Asia, as well as the founders and employees of Endowus.

Endowus continues to push the boundaries on innovation and democratising access, as it partners with 100+ global fund managers across public markets, private markets, hedge funds and alternatives to provide world-class solutions to its clients at a fair and transparent cost, delivered through Endowus' fee-only business model. Endowus Private Wealth clients have access to a comprehensive range of expertly curated strategies in private markets and alternatives from firms such as EQT, Carlyle, Partners Group, KKR, Ares, Brookfield Oaktree, HarbourVest Partners, Millennium, Point72, Balyasny, Brevan Howard, Bridgewater, Schonfeld, Hudson Bay, LMR, AQR and more.

Endowus' leadership and growth have been recognised by the industry and it has attained numerous awards including recognition on the inaugural Fortune FinTech Innovators Asia 2024 list, as the leading WealthTech provider amongst 60 brands across the region transforming finance. Other accolades include Singapore's Best Digital Wealth Management (Asia Asset Management's Best of the Best Awards 2024), Singapore's Best Digital Upgrade for enhancements made on the Endowus app (The Asset Triple A Digital Awards 2024), Singapore's Best Digital Wealth Management Experience (The Asset Triple A Digital Awards 2025), and Best Wealthtech Solution 2023 (Asian Private Banker 9th Technology Awards). Endowus is also among the firms named in the World Economic Forum's Technology Pioneers 2023, LinkedIn Top Start-ups 2024 and Forbes' "100 to Watch" list for 2022.

The Endowus Group comprises Endowus' licensed companies in Hong Kong and Singapore, as well as Hong Kong-based multi-family office Carret Private. Endowus Group serves over a hundred thousand clients with content, advice and access. With group assets of over US$7 billion, it is one of the largest independent wealth managers in Asia. From a combination of providing 100% trailer fee rebates as direct cashback to clients, and fund fee savings from access to institutional share classes and exclusive funds, Endowus is estimated to help its clients save more than US$50 million in fees per year.